The purest and most accurate way to measure customer satisfaction is through immediate feedback received from the customer right after the service. The Queue-Based Satisfaction Survey Score Report is a performance report that analyzes the scores given by customers to surveys conducted via IVR (Interactive Voice Response) after the call, on a queue (department/line) basis.
This report provides a clear, data-driven answer to the question, "How satisfied are our customers with the service they received on a departmental basis?"
Purpose and Features
The primary purpose of the report is to measure the general service quality of the relevant queue from the end-user's perspective, independent of the customer agent. It scores the customer's perception beyond operational metrics (such as speed of answer).
Key Features:
Department-Based Quality Measurement: Instead of a general score, it breaks down customer satisfaction specifically for queues.
Participation Rate Tracking: It presents the reliability of the survey (sample size) by showing the relationship between total answered calls and calls that participated in the survey.
Cumulative or Daily Tracking: It offers the flexibility to present data either with a date-based breakdown (day by day) or as a total score for the selected date range.
Benefits
The main value additions provided by the Queue-Based Satisfaction Survey Score Report to the business are:
Service Quality Improvement: Low-scoring queues can be identified, and processes or personnel training in that department can be reviewed.
Voice of the Customer (VoC) Analysis: It can be analyzed in which transaction types customers are happier or unhappier.
Goal Management: Department managers can be given measurable targets, such as an "Average Customer Score of 4.5".
Correlation Analysis: By examining whether scores drop on days of high operational intensity, the effect of workforce planning on customer satisfaction can be observed.
Report Filters
The following filters are used to reach the targeted dataset in the report:
Queue: Allows you to select the specific queue or queues for which the report will be run.
Queue Group: Used to report queues doing similar work (e.g., All Sales Queues) collectively under a single group.
Date: Determines the time range (Start - End) during which the survey results will be examined.
Cumulative: Determines the display format of the data:
• Yes: Aggregates all data in the selected date range and gives a summary result in a single line.
• No: Lists data separately for each day in the selected range.
Report Columns
The columns included in the report contain queue performance and survey participation details:
Column Name | Description |
Queue Name | The name of the queue to which the data belongs. |
Date | The date information to which the data belongs. |
Call Count | The total call traffic received by the relevant queue on that date. |
Answered Calls | The number of calls answered by customer agents. (This is a reference value since the survey is only activated for answered calls). |
Evaluated Calls | The number of unique customers who participated in the survey and pressed keys (gave points) after the call ended. |
Average Score | The arithmetic average of the points given by customers. It shows the satisfaction performance of the queue on that date (e.g., 4.2 out of 5). |
Usage
Navigate to Reporting > Call > Queue > Queue Based Satisfaction Survey Score Report
Click the Apply button to view the report data.
The generated report can be downloaded using the Export option.
